IT MindFinders is conducting a search for a Network Operations Center Supervisor for our client located in Vancouver, BC. The primary responsibility of this position will be to provide 2nd level support of our client's product line for customer and internal systems. In addition, with direction from the Network Operations Center Manager, this individual will also provide supervisory support to the part-time and full-time network operations staff.
The NOC Supervisor will:
- provide 2nd level support for customer and internal systems
- troubleshoot escalations from other team members, ensuring a smooth work-flow during the shift
- complete work assigned from engineers, project managers, and alerts from monitoring, scheduling staff, managing escalations, and acting as a liaison between the NOC and technical team members as required
Responsibilities:
· management of the NOC ticket queue, advanced troubleshooting of problems, creation of documentation based on Level 1 and 2 recommendations, interfacing with the engineers to fully document new features or resolutions to problems
· provide Level 2 support to resolve problems on internal and customer systems by working directly with the Level 3 Engineers to meet SOP’s
· work with Level 1 and 2 Technical Support and Engineers to perform customer and internal installations including server racking, network setup and application configuring
· support of product lines including backup, security, operating systems, applications, web analytics, network and mail
· work with engineering & support staff on system O/S and application installation & configuration
· secondary monitoring of customer & internal systems using Netcool and additional tools
· data center shipping/receiving and inventory control
· develop and maintain support documentation including support guides, knowledgebase articles, procedures, and online customer information
· data centre work including hardware and cable installation and troubleshooting, remote hands for customers and professional services as needed
· SOP Adherence (declare severities, follow escalation procedures, notifying customers, communicating with NOC Manager, etc)
· interface between customers/engineers, vendors and ISP’s
· provide regular reports/updates to NOC Manager
· assist NOC Manager with performance management for Vancouver NOC staff
· provide coaching, training and guidance to Vancouver NOC
Required Skills:
· Experience in leading a team of technical staff in the capacity of Team Leader and/or Supervisor
· Experience in a multi-platform server and networking environment
· Excellent written/verbal communication skills
· Ability to learn and apply new skills rapidly
· Strong analytical and troubleshooting skills
· A take charge attitude with confidence in your own abilities and a willingness to make decisions and escalate when necessary
· Must have an interest in emerging technologies
· Available for backup coverage
Required Education:
· IT Diploma from recognized technical institution
· Certifications are an asset – CCNA/CCNP, MCP/MCSA/MCSE, LCP/RHCE etc.
· Training and/or experience with any of the following: Windows Server 2003, IIS6/SQL 2000, Solaris, Linux, Cisco IOS are strong assets.
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